Contact us

AI_EN

AI-Based Chatbot for the Health Insurance Company of the Ministry of the Interior of the Czech Republic (ZP MV ČR)

assignment

The client required the design, implementation, and operation of an AI chatbot system in the form of SaaS, intended for deployment on the website www.zpmvcr.cz, with the following key requirements:

  • Response generation based on various data sources.

  • Full scalability to support hundreds of users daily.

  • Readiness for integration with additional communication channels (omnichannel – e.g., live chat, voicebot).

  • GDPR compliance – no storage of personal data, except as specified by the client.

  • Ability to monitor outputs, correct them, and adapt to changes in source data.

  • Support for operational auditing and reporting, including:

    • visualizations and dashboards within the user interface,

    • the ability to export full operational logs for data analysis.

OUR SOLUTION

A functional and scalable AI chatbot solution that meets all the assignment requirements:

  • Deployment of the user-facing component in the client’s environment (on-prem), connected to a cloud service.

  • The AI-supported chatbot can dynamically generate responses from diverse data sources – e.g., websites, directory structures.

  • Artificial intelligence ensures understanding of the user’s query, retrieves relevant information across structured and unstructured data, and formulates accurate, contextual responses.

  • AI generates and adapts outputs based on real-time updates in the contextual database.

  • Design and configuration of a communication tree for different user types.

  • Built-in output monitoring with capabilities for corrections and updates.

  • The solution is fully prepared for future expansion with voicebot and live chat functionality.

RESULTS

The chatbot has become one of the main communication channels of the health insurance company. Policyholders receive answers both on the website and on the company’s Facebook profile, where the chatbot is also integrated.

On a monthly basis, the chatbot serves more than 8,000 users and answers over 3,500 questions.

Individual topics are continuously updated, and the AI knowledge base is kept current despite frequent changes and the constant addition of new information.